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New EXIN,Inc ITILFND Exam Dumps Collection (Question 5 - Question 14)
New Questions 5
. When should a known error be raised?
A. Only when the root cause is found and a workaround exists
B. As soon as it becomes useful to do so
C. Only when the error in the IT Service is found
D. As soon as the major problem procedure is executed
Answer: B
New Questions 6
Which process is responsible to provide and maintain accurate information on all services that are
being transitioned or have been transitioned to the live environment?
A. Service portfolio management
B. Service level management
C. Service catalogue management
D. Service capacity management
Answer: C
New Questions 7
Which is an example of an internal customer?
A. A customer who has a contract with an internet service provider for a broadband connection
B. The HR department whose payroll service is provided by their organizationu2021s IT department
C. An IT department that uses a network service obtained from a supplier
D. A retail bank that outsources its infrastructure to athird-party supplier
Answer: B
New Questions 8
What BEST describes the value of continual service improvement to the business?
A. It supports the creation of a portfolio of quantified services
B. It results in gradual improvement in cost effectiveness
C. It improves governance by building controls into service designs
D. It provides quick and effective access to standard services
Answer: B
New Questions 9
How should entries in the CSI register be categorized?
A. Based on priority, urgency and impact to the business and to all its stakeholders
B. Based on small, medium or, large undertakings that can be done quickly, medium term or long term
C. Based on IT service name, cost to the business and expected outcomes to the customer
D. Based on best improvement opportunities in the organization to achieve a competitive advantage
Answer: B
New Questions 10
Which role is responsible for sponsoring, designing and change managing a process and its metrics?
A. The process practitioner
B. The process owner
C. The service owner
D. The process manager
Answer: B
New Questions 11
Which describes a proactive trigger for problem management?
A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
B. Analysis of an incident by a technical support group which reveals that an underlying problem exists,
or is likely to exist
C. Suspicion or detection of a cause of one or more incidents by the service desk
D. Trending of historical incident records to identify one or more underlying causes
Answer: D
New Questions 12
Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
A. Service transition
B. Service level management
C. Service operation.
D. Service Design.
Answer: A
New Questions 13
Which statements about best practice is MOST correct?
A. Customers are a source of best practice and will advise service providers how it should be
implemented
B. Internal experience is the only source of best practice because it is developed within the service
provider
C. ITIL is a source of best practice and is validated across a wide set of environments and situations
D. Suppliers are a source of best practice and they will improve the services delivered by a service
Provider
Answer: C
New Questions 14
Which statement about the known error database (KEDB) is CORRECT?
A. It is maintained by the service desk and updated with the details of each new incident
B. It is a part of the configuration management database (CMDB) and contains workarounds
C. It is maintained by problem management andis used by the service desk to help resolve incidents
D. It is maintained by incident management and contains solutions to be implemented by problem management
Answer: C
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